Job Description: Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and CPS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration. Job Responsibilities: To troubleshoots basic network issues; Maintain the asset database and tracks changes. Promptly allocate incidents to the appropriate resolver group; To utilise the Knowledge Base to provide advice or resolve incidents; Ensuring that problem owners keep the tickets up to date. Communicate progress and resolution of support requests in line with Service Level Agreements; Request technical support from external suppliers where problems cannot be resolved in house, following agreed processes; Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket to allow for a smooth workflow. To route calls to the appropriate business or third party support desk as required; Escalate issues as appropriate ensuring line mangers are aware of actions taken and management information; Working with the change manager to expedite changes where requested and appropriate. To receive and respond to monitoring alerts; Initiating problem tickets in response to incidents that are deemed problems. The post holder will report to the Service Desk Team Leader. To act as a single point of contact for telephone calls and emails regarding digital and technology issues and handle requests for support following agreed procedures; Enter and maintain relevant records in the Service Management tool; Job Requirements: Excellent communication skills and telephone manner; Knowledge of ITIL principles; Experience of Agile delivery approach would be an advantage; Evidence of using continuous improvement tools to review and implement process improvements Experience of working in a service desk environment Experience of working in a structured service delivery environment; Experience of providing a wide range of end user device support advice; Experience with Service Now ticketing system Job Details: Company: Ministry of Justice Vacancy Type: Full Time Job Location: Salford, England, United Kingdom Application Deadline: N/A Apply Here instantcareers.net
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